How Can AI Agents Help Cut Your Contact Center’s Average Resolution Time?

Your customers expect fast resolution, and you want the same from your agents. Quick resolutions mean your agents can focus on more complex high-value tickets, boosting customer satisfaction for your champion users and hence, revenue. However, this is often easier said than done.

Resolution rates have long been a challenge for contact centers. But what if you could change that? According to MIT Tech Review, 90% of businesses have improved their resolution times with AI, and 80% report better call handling and customer satisfaction too.

This blog will guide you through the reasons why your agents take longer to resolve your customer’s issues and how Gen AI-powered agents can help you solve them and reduce your resolution time by as much as 60%.

What Are the Reasons for High-Resolution Time?

Infographic titled 5 Major Reasons Making Your Contact Center’s Average Resolution Time Higher. Includes: Lack of Technological Advancement, Incompetent Human Agents, Inadequate Staffing, Lack of Real-time Access to Knowledge Base, Improper Conversation Analysis & Insights.

Before getting into the solutions part, it’s important to understand the major reasons that prolong resolution. So, here are the 5 most common reasons involved:

1. Incompetent Human Agents:

Once your agents are onboarded, they often get very little time to train before they start helping customers. This makes it hard for them, and they eventually become ineffective.

As a result, they may not fully understand your product/service, lack empathy, conversational etiquette, can’t follow SOPs, and struggle to find information quickly. This leads to longer response times and a poor customer experience.

2. Lack of Technological Advancement:

Many contact centers still use outdated technology, making it hard to integrate important channels into their current systems. On top of that, conversational insights are often scattered in different places.

This leads to inefficiency, as agents waste time searching for insights across various platforms and are stuck using old communication channels since integrating new ones is slow and complicated.

3. Inadequate Staffing:

Predicting customer call volume during peak hours and festive seasons is like forecasting the weather – it’s not always accurate. This unpredictability can hit your business hard.

Overstaffing: Too many agents on call = wasted money

Understaffing: Not enough agents = unhappy customers

When call volume spikes, long wait times frustrate customers. And when it’s low, you’re paying for idle agents. This seesaw effect hurts both your operational costs and your customer satisfaction scores.

4. Lack of Real-time Access to the Company’s Knowledge base:

Many contact centers are still stuck in the past. Agents struggle with old tech that can’t even provide useful data when a customer asks for it. Resources are scattered everywhere, and there’s no single place to see it all. It’s like trying to solve a puzzle with pieces from different boxes.

When a complex call comes in, agents scramble to find the right tools or answers. They’re basically playing a frantic game of hide-and-seek while the customer waits.

The result? Customers are left hanging, getting annoyed by the minute. Agents feel stressed and can’t give their best. In the end, problems often don’t get solved properly. It’s a lose-lose situation that leaves everyone feeling frustrated.

5. Improper Conversation Analysis & Insights:

In contact centers, human agents often analyze customer conversations based on random samples, which leads to problems. Agents can’t maintain consistent energy all day, and manual sampling often misses key insights.

Since humans aren’t great at summarizing data, they frequently overlook important details or write unclear notes. This creates messy data, making it hard to spot customer needs or patterns. It’s like trying to read a book with missing pages.

Without clear insights, agents struggle to quickly identify why customers are calling, leading to longer resolution times.

How Would Ori’s AI Agents Solve These Problems?

Ori’s AI agents are designed to tackle the challenges faced by modern contact centers head-on. Here are 5 ways how they can help you cut down resolution time:

Infographic titled How Ori’s Gen AI Agents Will Slash Down Your Average Resolution Time, featuring benefits: pre-trained agents, error-free conflict resolution, easy deployment, high volume handling, powered by advanced AI technology.

1. Pre-trained, Knowledgeable & Ever-Evolving:

Unlike human agents who require extensive training and struggle with knowledge retention, Ori’s AI agents come pre-trained with a deep understanding of your common vital use cases, industry-specific knowledge, and services. These intelligent agents are always up-to-date, learning from each interaction to continuously improve their performance.

(a) Instant expertise: AI agents start with a comprehensive knowledge base, eliminating the learning curve associated with new human agents.

(b) Consistent quality: Every customer interaction benefits from the same level of expertise, ensuring uniform service quality.

(c) Continuous improvement: The AI learns from each conversation, becoming more efficient and effective over time without the need for manual retraining.

2. Powered by Advanced Gen AI with Cutting-Edge NLP, NLU, and NLG:

Our AI agents leverage state-of-the-art Natural Language Processing (NLP), NLU, and NLG technologies. This powerful combination allows them to understand, process, and respond to customer queries with human-like precision and empathy.

(a) Contextual understanding: These agents grasp the nuances of customer inquiries, including intent and sentiment.

(b) Personalized responses: Generate tailored, empathetic replies that address the specific needs of each customer.

(c) Multi-lingual support: Communicate effectively with your customers in 100+ languages, breaking down language barriers, if any.

3. Auto-Scales to Handle High Volumes Efficiently & Cost-Effectively:

Say goodbye to the dilemma of staffing during peak hours or seasons. Our AI agents automatically scale to match your call volume, ensuring optimal coverage during peak times without the added cost of idle agents during low call volume.

(a) Instant scalability: Ramp up/down in seconds to match demand fluctuations.

(b) 24/7 availability: Provide round-the-clock support without the need for shift scheduling.

(c) Cost-effective: Eliminate overstaffing costs while ensuring every customer query is addressed promptly.

4. Error-Free & Faster Conflict Resolution Than Human Agents:

Ori’s AI agents excel at quickly accessing, analyzing, and processing vast amounts of data, leading to faster and more accurate query resolution.

(a) Instant information retrieval: Access customer data, product information, and resource library based on customer’s issue in real-time, on a unified panel, in milliseconds.

(b) Consistent accuracy: Eliminate human errors in information recall and problem-solving.

(c) Rapid issue identification: Quickly recognize patterns in customer issues by analyzing previous data, leading to faster resolution times.

5. Easy & Fast Deployment Across Your Existing Systems:

Integrating our agents into your current infrastructure is a breeze, eliminating the headaches associated with outdated, incompatible systems.

(a) Seamless integration: Easily connect with your existing CRM, ticketing systems, and all the other social communication channels you can think of.

(b) Quick implementation: Get up and running in weeks, not months, with minimal disruption to your operations.

(c) Unified platform: You would get access to a centralized window powered by speech analytics having all the info regarding customer interactions and analytics for improved insights and decision-making.

To Conclude:

By deploying Ori’s AI-powered agents, you’re not just solving current challenges – you’re future-proofing your contact center. With the power of generative AI at your fingertips, you can expect to see resolution times cut by up to 60%, dramatically improving both operational efficiency and customer satisfaction.Don’t let outdated systems and overwhelmed human agents hold your contact center back. Shake hands with the future of customer service with Ori’s AI-powered solution and transform your resolution process into a competitive advantage. Click here to book a demo with our experts today.

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